Customer Care Representative
About The Position
As a Customer Care Representative, you will serve as a trusted resource for customers across multiple communication channels, resolving issues with care, accuracy, and urgency. You will support digital and mobile customer interactions that strengthen loyalty to the Whataburger brand. Through thoughtful problem-solving, collaboration, and continuous improvement, you will help create positive customer outcomes and consistent service experiences. The role is based at the San Antonio Home Office, onsite Monday through Thursday with remote flexibility on Fridays. It requires full-time availability, occasional extended hours based on business needs, and occasional travel to properties, project sites, and external meetings. Candidates must reside within commuting distance of the San Antonio Home Office.
Requirements
- High school diploma, GED, or equivalent work experience.
- At least 1 year of customer service, contact center, or customer support experience.
- Experience resolving customer concerns and delivering service-focused solutions.
- Strong verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Working knowledge of company policies, procedures, and customer support practices.
- Strong problem-solving and critical-thinking abilities.
- Excellent attention to detail and documentation skills.
- Proficiency with Microsoft Office and customer service systems.
- Ability to maintain confidentiality and handle sensitive information.
- Full-time availability, including occasional extended hours based on business needs.
- Must reside within commuting distance of the San Antonio Home Office.
Nice To Haves
- Experience supporting mobile, digital, or online customer platforms.
- Experience processing customer refunds, rewards, or promotional programs.
- Contact center or high-volume customer support experience.
- Experience analyzing customer feedback and identifying service trends.
- Knowledge of CRM or customer case management systems.
- Experience contributing to process improvement initiatives.
- Bilingual communication skills.
- Associate's degree or higher in a related field.
Responsibilities
- Resolve customer inquiries and concerns across phone, digital, and written channels.
- Process refunds, rewards, and digital offers in compliance with company policies.
- Coordinate with internal partners to ensure timely and accurate issue resolution.
- Prepare customer communications and internal correspondence.
- Generate reports and maintain accurate customer records and documentation.
- Monitor and maintain fulfillment inventory and related materials.
- Identify recurring customer concerns and recommend solutions.
- Update response templates and communication resources as needed.
- Support departmental projects and process improvement initiatives.
- Promote collaboration and effective communication across teams.
- Protect confidential information and maintain policy compliance.
- Perform additional duties as assigned.
Benefits
- Competitive weekly pay
- Bonus program
- 5 weeks of PTO starting on day one
- Flex weeks
- Paid corporate holidays
- Paid parental leave
- 401(k) match of $1 for every $1 contributed, up to 4%
- Competitive medical, dental, and vision benefits
- Short-term and long-term disability benefits
- Career development and growth opportunities
- Whataburger Family Foundation scholarship program, with dependents also eligible
- Hardship grant assistance
- Discounted meals for the employee and a guest
- Cell phone service discounts
- Computer and software discounts
- Fitness and gym discounts
- Awards and recognition
- Retirement celebration program
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
